Initiatives

Customer Needs

Earlier

Now

Subsidized Cylinders for Domestic Use

Subsidized LPG Cylinders for domestic use without any limit.

9 cylinders per financial year at subsidized rate to each domestic LPG consumer subject to
(i) Each household LPG connection is eligible for 5 subsidized LPG cylinders between 14.09.2012 till 31.03.2013 and 9 cylinders per annum from the next Financial year. Supply of Non-subsidized LPG cylinders will start only after the entitlement of subsidized cylinders is exhausted.
(ii) PSU Oil Marketing Cos. will notify prices of non-subsidized LPG cylinders every month based on international prices

New LPG Connection

Subsidized LPG Cylinders for domestic use available without any check and specific stipulations

Subsidized category Connections available subject to
(i) Must not already be in possession of LPG connection from any of the PSU Oil companies in his / her Household or Piped Natural Gas (PNG) connection from any CGD company.(ii) Submit KYC (know your customer) information, including Proof of Address and Proof of Residence.(iii) After de-duplication (multiple connection check) by Oil Marketing Companies (OMCs) to ensure that there is no existing domestic LPG connection in the same household from any of the PSU OMCs.

Not Available

Non subsidized Cylinders as Instant Connection Available at Customers request. However customers
(i) Must not already be in possession of LPG connection from any of the PSU Oil companies in his / her Household or Piped Natural Gas (PNG) connection from any CGD company.
(ii) Submit KYC (know your customer) information, including Proof of Address and Proof of Residence.(iii) Subsidized LPG cylinders can be drawn after KYC check and de-duplication.

Voluntarily Giving Up Subsidy

No Option available

Available at Customers request .Customer will be subject to KYC / de-duplication and reporting on transparency portal.

Reactivation of Multiple connections Detected and Blocked

Permitted for conversion to Domestic subsidized category only after KYC / de-duplication norms are satisfied.

Such connections can now be additionally converted to Non-subsidized NDEC rate connection with no KYC formalitiesKYC formalities and de-duplication required to re-commence subsidized cylinder entitlement.

Transfer of LPG Connection in Family Members Name During Lifetime of Customer

Not Permitted

Now Permitted. Subject to :
(i) Transferee should not already be in possession of LPG connection from any of the PSU Oil companies in his / her Household or Piped Natural Gas (PNG) connection from any CGD company.(ii) Submit KYC (know your customer) information, including Proof of Address and Proof of Residence.(iii) Same Security Deposit as in the original Subscription Voucher (SV))

Transfer of LPG Connection in Legal Heir in Case of Death of Customer

Permitted based on legal heir / succession certificate

Now Simplified. Permitted on furnishing self-declaration by the next of kin and death certificate KYC/de-duplication by OMCs

Regularization of LPG connection in Third Party's name, but with all documents

Not permitted

Now Permitted Subject to
(i) Not already be in possession of LPG connection from any of the PSU Oil companies in his / her Household or Piped Natural Gas (PNG) connection from any CGD company.(ii) Submit letter of consent from the original customer & undertaking or Indemnity Bond along with KYC, Proof of Identity & Residence.(iii) Differential security deposit for the Cylinder(s) & Pressure Regulator between amount in old and the prevailing rate.

Regularization of LPG connection in Third Party's name, but without Original documents

Not permitted

Now Permitted Subject to(i) Same as applicable for release of new LPG connection(ii) Security deposit for cylinder & regulator at prevailing rate.

Ready availability of Information for Waitlist Customers

Only available with Distributors

Date upto which waitlist cleared and the current waitlist displayed against each distributors in Transparency Portal.

Reactivation of Customers Blocked due to non use of connection for more than 6 months

No Standard Procedure available

Now Available with Standardized application with standard declaration, and KYC.

Different Household under same address (Staying in different Floors/different self contained household in same floor)

No connection permitted

New procedure made. Customers can submit declaration which will be verified by distributors and connection provided.

Incomplete address in Database

No specific Format for submission of details of Address and Standard Proof of Identity

New KYC Form introduced with clear format for address fields, Contact Numbers, names of spouse father and mother.KYC, Proof of Identity and Proof of Address and Declaration Mandatory.Distributors to enter address in format as per PoA only.

Loss of Equipment

New equipment only after FIR and Final Report(FR) from Police. Then the equipment at tariff rate. No provision without FIR & FR.

Additional option to get new equipment without FIR and FR at Penal rates introduced.

Surrender Connection

Option available for surrender only with distributors. No option when Distributors not heeding to such requests

Option now available in website. Distributors to contact customers and facilitate surrender.OMCs able to monitor.

Advertisements

Issued under OMC logo being perceived as Oil Company initiative without Government Directions.

With Government of India Logo.Being perceived as Government directions and hence prompt responses.

Refill History and Details

Available only with Distributors

Introduced Transparency Portal. Customers able to view near to real-time data of self and all other customers within and across distributorships. Also able to see current delivery trend of distributors. Option available to make complaints.

Customers not having any facility to rate their distributors for improving their service.

Now facility available in the website for rating distributor in five parameters Correct weight, Right price, Courteous Behavior, Prompt Delivery and Overall experience.OMCs monitor rating and counsel distributors.

Portability

Disgruntled Customers not able to change distributorships.

Pilot to allow portability across distributors within OMC s and across OMCs being tried. Will be rolled out after piloting.